{"id":3965825,"url":"https://alion.io/job/genesys-program-manager","title":"Program Manager","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":31,"ghost_share":0.032,"stale_share":0.355,"repost_share":0.161,"time_to_fill_p50_days":24,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Management","role_family":"Management","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dubai, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-11-09T14:09:17Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T14:09:17Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Be the one building AI-powered experiences where they matter most.\nAt Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.\nHelp build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.\nThis role is open to candidates based in either Dubai or Riyadh.\nRole Summary\nThe Program Manager is responsible for leading Genesys’ largest, most complex and strategically important customer engagements while providing governance and delivery oversight across the regional project portfolio.\nThe Program Manager serves as the senior point of accountability and escalation for project delivery within the region. The role ensures that engagements are delivered to consistent Genesys standards, achieve the customer’s intended business outcomes, maintain strong customer and executive confidence, and meet Genesys revenue, margin and financial-performance objectives.\nWorking across Professional Services, Sales, Customer Success, Solution Engineering, Product, Support, partners and customer leadership teams, the Program Manager creates the alignment, governance and executive focus required to deliver complex transformation programs successfully.\nKey Responsibilities\nStrategic and Mega-Engagement Leadership\nLead Genesys’ largest and most complex customer programs from initiation through deployment, adoption, value realization and transition to ongoing Customer Success.\nEstablish the overall program vision, governance model, delivery strategy, integrated roadmap and measurable success criteria.\nCoordinate multiple projects, workstreams, countries, partners and stakeholder groups as one integrated program.\nEnsure that scope, solution design, delivery plans and priorities remain aligned with the customer’s strategic and operational objectives.\nMaintain executive-level relationships with customer sponsors and provide clear, outcome-oriented program reporting.\nDrive timely decisions, remove cross-functional obstacles and maintain momentum across the entire engagement.\nEnsure effective transition from sales to delivery and from implementation to adoption and ongoing success.\nRegional Delivery Governance\nProvide oversight of the regional project portfolio, with particular focus on strategic, high-value, high-risk or escalated engagements.\nEstablish and enforce consistent delivery standards, governance practices, project controls and quality expectations.\nConduct regular portfolio and project-health reviews covering scope, schedule, financials, staffing, dependencies, risks, customer sentiment and business outcomes.\nEnsure project teams maintain effective governance artifacts, including integrated plans, RAID logs, decision records, financial forecasts, status reports and escalation plans.\nIdentify systemic delivery risks, capability gaps and recurring project issues, and lead regional improvement initiatives.\nPromote the consistent application and continuous improvement of Genesys delivery methodologies and best practices.\nCoach Project Managers, Delivery Managers and project leads on program governance, executive communication, risk management and customer engagement.\nEscalation and Risk Management\nAct as the senior point of escalation for project-delivery issues across the region.\nEstablish clear escalation paths, ownership, decision rights and recovery actions.\nIntervene early when project conditions could affect customer objectives, delivery commitments, revenue, margin or customer confidence.\nLead recovery planning for critical projects, bringing together the appropriate Genesys, partner and customer stakeholders.\nEscalate product, support, resource or commercial dependencies to the relevant leadership teams and drive them through resolution.\nEnsure material risks and issues are communicated transparently, with clearly defined business impact, accountable owners and target resolution dates.\nBalance immediate issue resolution with protection of the long-term customer relationship.\nCustomer Business-Value Realization\nTranslate customer strategic priorities into measurable program objectives, operational KPIs and value-realization plans.\nEnsure every strategic engagement has clearly defined success measures covering business outcomes, customer experience, operational performance, adoption and financial value.\nMaintain traceability between contracted deliverables, implementation outcomes and the customer’s business case.\nWork with Customer Success and account teams to monitor adoption, benefits realization and achievement of agreed outcomes following deployment.\nFacilitate periodic executive value reviews to demonstrate progress, validate realized benefits and agree corrective or expansion actions.\nEnsure delivery decisions prioritize time-to-value and sustainable customer outcomes-not simply technical completion.\nIdentify opportunities to expand adoption and deepen the customer’s strategic use of Genesys capabilities where this supports genuine customer value.\nRevenue and Financial Accountability\nOwn the consolidated financial performance of assigned strategic programs and provide governance over the regional project portfolio.\nEnsure accurate forecasting of revenue, backlog conversion, delivery velocity, resource demand and project completion.\nMonitor revenue realization, project margin, effort consumption, change requests, milestone achievement and financial risks.\nWork with delivery and resource leaders to align staffing with project priorities, skills requirements, utilization and profitability objectives.\nIdentify and resolve conditions that could delay revenue recognition or negatively affect margin.\nEnsure changes in scope are governed effectively and translated into appropriate commercial change controls.\nPartner with Sales and account leadership to identify follow-on services opportunities while maintaining clear separation between delivery commitments and new scope.\nContribute directly to achievement of regional Genesys revenue and professional-services performance targets.\nCross-Functional Leadership\nCreate alignment among Professional Services, Customer Success, Sales, Solution Engineering, Product, Support, Finance, partners and customer teams.\nEstablish an effective cadence for program leadership, workstream coordination, account-team alignment and executive steering.\nEnsure decisions, actions and dependencies are documented, communicated and tracked to completion.\nBuild a culture of ownership, transparency, constructive challenge and continuous improvement.\nRepresent regional delivery in strategic account planning, executive reviews and pre-sales discussions for complex opportunities.\nProvide delivery insight during opportunity qualification, solution planning and commercial development to ensure commitments are achievable.\nCapture and share lessons learned, reusable assets and delivery best practices across the region.\nRequired Experience and Qualifications\nTypically 15 or more years of relevant experience with a bachelor’s degree, 12 or more years with a master’s degree, or 8 or more years with a PhD; equivalent combinations of education and substantial professional experience will also be considered.\nRecognized expertise in enterprise program management, professional-services delivery, customer transformation or a closely related field.\nDemonstrated success leading large, complex and strategically important programs involving multiple projects, functions, partners and geographies.\nProven ability to serve as a principal adviser to senior leaders, helping shape critical decisions and resolve issues that materially affect customer outcomes, program success and organizational objectives.\nExtensive experience establishing governance structures, delivery standards, operating plans and controls for complex enterprise programs.\nStrong track record of solving ambiguous and high-impact problems where information may be incomplete, considerable judgment is required and decisions have long-term implications.\nDemonstrated ability to assess risks and develop solutions that account for dependencies and impacts across multiple functions, business units or geographies.\nProven accountability for program financial performance, including revenue forecasting, backlog conversion, delivery velocity, margin management, resource planning and commercial change control.\nDemonstrated experience connecting technology delivery to measurable customer business outcomes, adoption goals and value-realization objectives.\nStrong executive presence, with experience establishing trusted relationships and formal networks with senior internal leaders, customer executives, partners and other external decision-makers.\nAbility to serve as a Genesys expert and external spokesperson on strategic program delivery, governance and transformation matters.\nDemonstrated ability to influence decisions and drive action across organizational boundaries without relying on direct reporting authority.\nExperience providing guidance, coaching and professional development to Project Managers, Program Managers, Delivery Managers and other delivery professionals.\nProven ability to lead large cross-functional initiatives of strategic importance. Direct people-management experience is beneficial but is not a prerequisite for the role.\nDeep understanding of enterprise cloud transformation, customer-experience technology and professional-services delivery. Experience with Genesys Cloud or large-scale contact-center transformation is strongly preferred.\nExceptional executive communication, negotiation, facilitation, conflict-resolution and escalation-management capabilities.\nProject or program management certification-such as PgMP, PMP, PRINCE2 or an equivalent-is preferred.\nLeadership Capabilities\nThe successful candidate will demonstrate:\nExecutive presence and credibility.\nStrong ownership and accountability.\nCustomer- and outcome-first decision-making.\nCommercial and financial acumen.\nStructured problem-solving and sound judgment.\nThe ability to see both program-level detail and the broader strategic picture.\nConfidence operating in ambiguity and managing competing priorities.\nEmpathy combined with the willingness to address difficult issues directly.\nThe ability to influence without relying on formal authority.\nA continuous-improvement mindset and commitment to delivery excellence.\nWorking at Genesys\nAI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.\nA flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process f...","description_format":"text","description_chars":14498,"description_truncated":true,"requirements":{"experience_years_min":15,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","AI Agents","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-11-09T14:09:17Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":24,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-09T16:08:09Z"},"pay":null,"html_url":"https://alion.io/job/genesys-program-manager","json_url":"https://alion.io/job/genesys-program-manager.json","meta":{"generated_at":"2026-11-09T16:08:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23217,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-program-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3965825}},{"tool":"search_jobs","arguments":{"company":"genesys.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3965825},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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